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Customer Service Compliance Specialist
2 months ago
Regulatory Advisor/Complaints Handler
Our esteemed banking client in the UK is seeking a dedicated regulatory and complaints call handler to become part of its dynamic customer service call centre.
This position is primarily focused on internal operations, where you will be evaluating customer interactions to ensure adherence to regulatory standards while also addressing customer grievances.
Key Responsibilities
- Monitor and assess customer calls made by team members against established criteria, as well as investigate and resolve customer complaints.
- Exhibit strong written and verbal communication skills, essential for engaging directly with customers regarding their concerns and documenting the outcomes of monitored calls.
- Collaborate effectively with team members to deliver exceptional customer service and contribute to continuous improvement initiatives.
- Achieve core Key Performance Indicators through diligent performance.
Required Skills and Experience
- Friendly, approachable, and committed to providing outstanding service to customers.
- Meticulous attention to detail, ensuring that customer interactions comply with client and regulatory requirements.
- Responsible management of customer information in accordance with GDPR regulations.
- Proficient in using computer systems, particularly Microsoft Excel.
- Familiarity with Financial Conduct Authority (FCA) regulations concerning complaint handling.
- Strong written and verbal communication skills are essential.
- A collaborative team player.
- Experience in meeting Key Performance Indicators.
Preferred Skills and Experience
- Knowledge of Dispute Resolution rules and Customer Outcome Testing is highly advantageous.
- Experience in other regulated environments would also be beneficial.
This role will initially require office presence, with the possibility of remote work offered after a specified period.
Randstad Technologies is acting as an Employment Business in relation to this vacancy.
